Technical Support Engineer Resume Columbia, MD - Hire IT People

SUMMARY:

Experienced at identifying and resolving complex technical issues
Proposed customer usability modifications and wrote documentation for numerous websites which reduced ticket volume by almost 1000 tickets per month
Adept at creating, reviewing, and modifying procedures in order to increase departmental efficiency
Articulate both orally and in writing, with a focus in user - friendly technical writing
Able to quickly take on new skills and knowledge and to integrate that knowledge with existing skillsets
Analytical mindset with a focus on problem solving and troubleshooting
Self-motivated, detail-oriented, adept at multitasking, and able to quickly adapt to new and changing environments

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Technical Support Engineer

Responsibilities:

Provides excellent customer support to customers for the full suite of Tenable applications
Creates and maintains VMs to perform QA functions and research customer issues
Generates, runs, and audits vulnerability/compliance scans, including Malware, DISA STIG, CIS, and PCI
Performs in depth research on potential bugs before generating JIRAs to send to our development teams
Researches and tests various product functions in order to generate knowledgebase articles for internal sites
Runs test scans from both the Nessus GUI and the Windows/Linux command line to troubleshoot potential bugs
Tests solutions provided by developers in JIRA tickets before assisting customers in implementation

Confidential, Ashburn, VA

Senior Endpoint Support Analyst

Responsibilities:

Performed support on Windows, Macintosh, and Linux machines via phone, email, chat, and deskside modalities
Responsible for managing a critical upgrade to the Paybase system, which involved technical research, planning, interdepartmental communication, generating system images, and performing QA on each build
Assisted in the hiring and training of two junior analysts and acted as a mentor/supervisor to both
Handled technical issues that were escalated by the junior analysts due to severity or complexity
Took part in a migration of several thousand employees from Novell to SCCM
Wrote both customer and staff-targeted documentation to aid in training and to reduce ticket volume

Confidential, Ashburn, VA

Endpoint Support Analyst

Responsibilities:

Took on the responsibility of migrating data from the Endpoint Support wiki to RightAnswers in an organized, efficient fashion, in addition to generating new content
Conducted organizational and operational tasks, such as ticket assignment, spreadsheet creation, and development of training materials
Aided users with computer issues, performed account management, and helped troubleshoot more complex problems with the developer team

Confidential, Ashburn, VA

Senior Support Analyst

Responsibilities:

Responsible for training and hiring new analysts, in addition to mentoring and managing existing analysts
Developed web pages and handouts designed to educate both technical and non-technical users, which allowed our team to be more proactive at resolving issues
Reviewed tickets handled by junior analysts to ensure a consistent level of customer service and technical support was being provided
Created a project plan to introduce BoldChat as a service modality, which included drafting schedules, generating training materials, and making procedures
Acted as a liaison between the various Division of IT departments, which increased efficiency

Confidential, Columbia, MD

Desktop Support Analyst

Responsibilities:

Managed PCs for a workforce that primarily consisted of field technicians utilizing remote access software
Created, worked, and managed support tickets in the BMC Magic Service Desk Suite. Tickets ranged from basic installations, to add/remove user requests, and virus/spyware removals

Confidential

Deputy of Counter Intelligence, Oakdale, MN

Responsibilities:

Managed 10-15 PC technicians. Responsible for hiring, training, supervising and scheduling of these technicians
Handled customer service issues, managed profit and loss, completed advanced repairs, and provided phone support to end users
Represented Confidential at numerous media events, including a regular guest appearance on 93x’s morning show
Maintained a tight schedule, was self-motivated, and resolved many complicated technical issues with little to no outside assistance